Is it possible to find out which questions you missed on an ITIL exam?

ITIL Exam results do not share the exact question one misses due to exam confidentiality. You do however get some feedback, but only by section. For example, if there were 8 questions in a section and you scored 5 correctly you would get 62.5% for that section. You can then… Read More

Three Things That Are Different – And Better – About ITIL 4

By Doug Tedder While many of the core principles of ITIL V3 remain within ITIL 4, ITIL 4 is not just a simple rewrite of ITIL V3.  As I’ve studied ITIL 4, I’ve found three significant things that are different – and better – about ITIL 4. 1.The Guiding Principles are… Read More

The Difference Between ‘Practices’ and ‘Processes’

By Doug Tedder   Among the new concepts introduced in ITIL 4 are “practices”.   A practice is defined as “a set of organizational resources designed for performing work or accomplishing an objective.”[1]  But don’t confuse a “practice” with a “process”.  Why? Many ITSM implementations based upon ITIL have been overly… Read More

Can ITIL®4 Fix Your Broken Change Management Process?

By Doug Tedder Is your change management process broken? If your answer is “yes”, you’re not alone. In my experience, many organizations are dealing with a broken change management process.   What’s broken?  Typically, it’s one or more of the following: Many organizations don’t follow ITIL guidance of obtaining authorization… Read More

Will ITIL 4 Solve the Biggest Challenge of ITIL’s Past?

The release of the ITIL® 4 Foundation volume in February 2019 has generated a lot of industry buzz.  This long-awaited update, announced in the fall of 2017, is the first revision to the popular IT Service Management (ITSM) framework in nearly eight years. ITIL 4 contains many concepts that will be… Read More